Methodology:QualityManagementOverviewWorldwide,companieshaverecognizedandcontinuetorecognizethatonlythoseorganizationswiththefinestqualityproductsandserviceswillsurviveandthrive.Increasingly,thesecompaniesarerealizingthatfocusingoncustomersatisfactionandloyaltyiskeytolong-termsuccess.Inaddition,throughothercompanies’successes,theyhaveseenthattherearetwocriticalby-productsofQualitythatwillallowthemtobecompetitive:lowercostsandhigherproductivity.CompanieshavebeenembracingQualityManagement(QM)asameansofprovidingqualitytotheircustomersandreapingthesebenefits.QualityManagementServices(QMS)evolvedasadirectresultofourclients’needforassistanceinimplementingQMandotherQuality-relatedinitiatives.QualityManagementServicesinclude:1.Designandimplementationofqualitymanagementsystems.2.Supportinspecificareasofqualitysystems.-Leadership&StrategicQualityPlanning.-CommunicationStrategy.-Customer/MarketResearch.-ProcessImprovement.-PerformanceMeasurement.-Benchmarking.-EmployeeInvolvement.-Training.3.Assessmentofqualityprograms.-MBNQACriteria.-EuropeanQualityAwardCriteria.-Othercriteria.4.ISO9000Consulting.-Assessment.-Training.-Implementation.-Pre-registrationaudit.Markettrendsinqualityinclude:-Qualityasacompetitiverealityinthe1990s.-"Bytheyear2000,qualitywillnolongerbeacompetitivedifferentiator;itwillsimplybethepriceofmarketentry.-CompetingfortheFuture,Humel&Prahalad.-Focuson"ReturnonQuality."Methodology:QualityManagement1-Impactonincreasedrevenues.-Impactoncostandproductivity.-Impactonshareholdervalue.-FocusonServiceIndustries.-Education.-Government.-HealthCare.-Useof"OrganizationalLearning."-Systemsthinking.-Sharedvision.-Teamlearning.-Personalmastery.-Mentalmodels.-IntegrationofISO9000andprocessimprovement.-Setofgenericstandards.-Appliestoalltypesofcompanies.-Internationallyaccepted.Inordertohelpclientsachievetheirqualitygoals,QMSdevelopedaqualityframeworkandapproach.TheseweredevelopedusingourexperienceimplementingQualitywithseveralclients.Itisasynthesisofthebestpracticesinthequalityarenaanddrawsontheworkofawiderangeofqualitywritersandpractitioners.Ourframeworkandapproacharecurrentlyworkinginseveralorganizations.ThedetailofthisframeworkaredescribedintheAAQFOverviewandtheBasicQualityTraining.Theframeworkcanbesummarizedasfollows:-TheQualityeffortwillonlyworkiftherightdriversareinplace;leadershipiskeytosuccessandcandriveforwardtheeffortbyeffectivecommunicationandchangemanagement.-Qualityrequiresanewmindset;everyoneintheorganizationshouldbecontinuallystrivingtounderstandcustomers,evaluateandimproveprocesses,andmeasureperformance.-Thereisafour-phasedprocesstoimplementingQualityduringwhichcertaincriticalactivitiesshouldtakeplace.Thesephases,however,arenotnecessarilydiscrete;theymayoverlap.-ThereareanumberofenablerswhichshouldbeusedtofacilitatethetransitiontoQuality:factsandbestpractice,educationandtrainingandempowerment,applauseandappreciation.HintsIdentifyinformalnetworks.Methodology:QualityManagement2-Imagineyourcompanyasahighschoolorsmalltown.Alongwithitsofficialworksystem,ithasasocialsystem--aloosenetworkofsmallgroupsofpeople.Thesegroupsoffertheirmemberssupportandfriendship.Loyaltywithingroupsmaybestrongerthanloyaltytothecompany.-Informalgroupshavetheirownleadersand"rules"thatcandetermine,forexample,thepaceofworkortherelationshipwiththeboss.Iftheinformalorganizationanditsleadersaccept...
